I think unfortunately stores' return policies depend on the ethics of customers. Every store that has a generous return policy surely must have crunched the numbers to determine if their liberal return policies erode their bottom lines. Delighting a customer, or at least making a customer feel secure in their purchase has value to the merchant and I have to think that 99.9% of customers would not abuse it. But those .1% -- their shamelessness constantly amazes me!
I like shopping at Nordstroms because they have very good customer service and a ludicrously liberal return policy. I've never had to take advantage of it, but I personally know some people have abused it. Repeatedly. And then there was Costco's policy of no-questions-asked returns of anything but computers. I have coworkers who bragged about buying a high-end tv, returning it two years later for a full refund, then buying a new, better set at the same store for less than the original price. Surprise! Costco revised its return policy.
I've read stories in the NY Times and other sources about Saks and NM salespeople taking back clothing from customers who clearly "bought" the item for one event, and then, having no more use for such an extravagance, got either their mony back or store credit. At least they said to the reporter that the stores didn't try to resell them as new, but sometimes I wonder.
I have to think in the luxury market, some customers have a heightened expectation about what stores should do in terms of customer service. Heck, even moral paragon Marge Simpson cheated a luxury boutique (I wonder what she ever got with that $6K Chanel credit...).
In short (too late, I know) I think the return policy is fine the way it is, and while I hope people don't abuse it, I know some will. I would suggest, however, that there is one thing you can do in an Hermès store that you can't do on eBay, and that is you can INSPECT THE HECK out of an item. And really, if you're spending that kind of money on something, you should feel no apprehension about looking a piece over with a fine-tooth comb. Nor should you feel any hesitation about passing on an item that doesn't meet your expectations, but if you do, I would mention specifically what about the item concerns you. I would hope that if an Hermès salesperson was alerted to cookie crumbs in the bottom of a purportedly new bag, s/he'd be mortified.
And as long as we all haven't resorted to giving gift cards or cash for special occasions there will always be a need for returns.
(Oh, and one quick thing about the shrink wrap. There have been many times where something I was interested in was not displayed, and the SA had to get a shrink-wrapped box out of the back. I always felt guilty when they opened something if it turned out it wasn't quite what I wanted, but just because it's out of its shrink wrap doesn't necessarily mean it's been pawed at.)
If H SAs could ensure that all returned goods truly were in tip-top condition before accepting for return, I'd be pretty happy.
